"Sorry sir, check-in is from 3pm"

[Pushka]

Our best check in experience was in Dubai. Mid summer. Mid Ramadan. Not only were we given our room keys at 7am but we’d been upgraded to penthouse which occupied half the floor, two full bathrooms, two bedroom suites, large lounge, a butlers pantry and kitchen. We kept finding more rooms. I think it was Intercontinental.

 

[AIRwin]

but the OP is not special in this regards and shouldn't be expected to be treated as such

Not the OP @Mattg but someone he observed...

 

[maia200]

Have seen this often, it seems to be a fairly regular occurrence. Have been lucky with status that we are generally able to check in early around 11am depending on the situation. However, on long haul arriving early morning we ALWAYS book the night before and make sure that that the hotel knows we will arrive about 7am or whatever so that we are not a no show. Even in J, I do not sleep, and I love getting to the hotel, shower and bed for a few hours and possibly a light breakfast as we arrive. In Singapore recently this was part of our package/benefit and did not have breakfast on the plane. As a bonus they had mimosa for breakfast in the Lounge. (Yes, at about 8am - nice little toast to celebrate our arrival in Singapore.)

 

[drron]

I remember back in 1985 we were staying in Zhong Kong using the Regent as our base for an Asian trip. Flew into Hong Kong first then China, South Korea, Taiwan and Japan but coming back to the Regent between countries.
Our niece is a Travel Agent and the flights were cheaper that way than direct between countries. We were also travelling with our son and Mrsdrron’s mother. Our niece could get us a junior suite at the Regent which would allow all of us to stay in the 1 room and cheaper than 2 rooms elsewhere.

On our last stay there were no junior suites left so upgraded to a fantastic 9 room suite with views both ways over the harbour. But on the day of check out we were having breakfast in the restaurant when Shirley Bassey was escorted to the table next to us. The fellow told her her suits was not ready and mentioned the room number. It was ours. Being nasty colonials we took a little longer with our breakfast. A pity that she was off the red eye from LHR.

 

[Austman]

Shirley Bassey was escorted to the table next to us. The fellow told her her suits was not ready and mentioned the room number. It was ours.

Being nasty colonials we took a little longer with our breakfast.

Oh drron. You did that to Shirley??

"She, she, who has nothing." ...

"She, she, who has no one." ....

Had she known, she might not have, "adored you!".

 

[Lynda2475]

Best early check in I had was at Westin Dallas Fort Worth Airport. I had at 1am departure from BOG to DFW, was out of airport and at hotel just before 6am. Expected to need to store luggage and was going to ask if I could have access to the pool/gym to have a shower and maybe snooze on a deck chair; when lovely check in agent (and I had no status at that time), said although they were fully booked (there was a convention on) they had 1 no-show the night before so I could have that room right away at no extra charge. Was stoked, showered took a nap and then off to do some outlet shopping as was flying home the next day.

It pays to be polite.

 

[Mattg]

OT and not having a go at you Matt but that doesn't make any sense to me either! None of the rooms get cleaned until 100% of the guests have checked out? That's just bonkers! Especially for a hotel that was full the previous night.

Generally I agree with you but this is not a chain hotel or anything, it’s just a small family-run place.

I totally get that being abusive is not on, or even borderline abusive. I just suspect that someone who desperately wants to get into a room at 10am is likely someone who just got off a redeye, maybe even long haul, and is tired and just wants to lie down to recharge for a couple of hours. I can empathise with that feeling. 4-5 hours feels like an eternity when you're wandering around in clothes you've had on for a day or more, which might not even be seasonally appropriate for the place you've arrived at, and all you want is a shower and a nap.

So, an update on this guy. Apparently he’d arrived on a red-eye and had already tried to check in at 8am. 10am was his second attempt.

He kept being abusive to the staff so they cancelled his reservation and asked him to leave. He refused until they threatened to call the police.

I get that he was tired, but that’s not the right approach if you want something that you’re not really entitled to…

 

[MARTINE]

Obviously this thread calls for best early checkin experience as well.

My best early check in was a 0530 am checkin in KL after coming in on the 140.

I was only staying one night as well.

Room was available. No status.
And I didn’t book for night before
One World Hotel
Always. Book. Direct. With. Hotel.
Book. The. Night. Before. To. Guarantee. Early. Checkin

Re booking in the night before to guarantee room - did this at Jerusalem Mamilla writing to the hotel no less than 3 times to make sure they knew we were a late arrival (flight arrived 7am)
In car on way to hotel get text and email - you will be charged no show fee
At hotel - sorry maam you’re room is not ready yet (WTF?!) and we waited 90 mins! No drink no apology nothing
Of course it had been double booked
I had elite status too
Disgusted - when I got home wrote feedback letter and was contacted by Aus rep of LHW who was not happy
Next few stays —suites, fruit baskets, gifts and personal grovellings from hotel managers ensued..
Bad form Mamilla
Edited to add: next few stays at LHW hotels (not back at Mamilla - would never ever stay again)

 

[Anna]

that’s not the right approach if you want something that you’re not really entitled to

Totally agree.

But I do wonder how it would have played out if the service provider had attempted to provide some actual service, or to be 'accommodating' instead of parrotting a stupid blanket rule, and had said something like 'sir, I'm sorry we have no clean rooms right now as we were full last night but I will get housekeeping to clean a room for you ASAP when they start work'. Sure he wasn't entitled to demand that. It's all about trying to provide a service and it sounds to me like this place didn't even try. That doesn't at all excuse his subsequent behaviour. But I don't see this as a black and white situation. Pedantic rule enforcement might seem perfectly logical and rational, but service providers have to deal with human beings, not robots. For all anyone knows he was flying at short notice because his mother suddenly died or something.

 

[Pushka]

Re booking in the night before to guarantee room - did this at Jerusalem Mamilla writing to the hotel no less than 3 times to make sure they knew we were a late arrival (flight arrived 7am)
In car on way to hotel get text and email - you will be charged no show fee
At hotel - sorry maam you’re room is not ready yet (WTF?!) and we waited 90 mins! No drink no apology nothing
Of course it had been double booked
I had elite status too
Disgusted - when I got home wrote feedback letter and was contacted by Aus rep of LHW who was not happy
Next few stays —suites, fruit baskets, gifts and personal grovellings from hotel managers ensued..
Bad form Mamilla
Edited to add: next few stays at LHW hotels (not back at Mamilla - would never ever stay again)

We have done somewhat similar for our cruise next year which starts in Mumbai. Flight doesn't arrive until 10.30 pm. Immigration. Then two hour drive. We have made it clear that we will not be arriving until around 1am for a booking of the day prior. Their email suggests they understand but fingers crossed that happens. Might pay in advance close to the time.

I never expect early check in but am very pleased when it happens. Conversely I do expect to be able to access my room when arriving on check in time. That does press my button when that doesn't happen.

 

[antycbr]

I never expect early check in but am very pleased when it happens. Conversely I do expect to be able to access my room when arriving on check in time. That does press my button when that doesn't happen.

Chateau Lake Louise - 6:29pm room access for a 4pm check in. When the main thing you’re buying is a Lakeview room you kind of want to be able to check in while it’s still light but their housekeeping simply couldn’t turn the rooms around in the time allocated.

We made Fairmont pay for dinner, breakfast, parking and the “resort fee”

 

[Anna]

Meanwhile at the family-run Rosebud Motel, early checkin requests are dealt with thusly

Redirect Notice

 

[jase05]

Recent stay in Bangkok and the staff at the MGallery were amazing. We got in early and as the rooms were totally booked out were advised we would have to wait which was fine by us as we just wanted to drop our luggage off and were prepared to go for a walk. Staff went above that though and activated 2 keycards for us and said we could use the shower facilities in the gym and make use of the pool which came in handy as I had a snooze on the sun lounge for a little bit.

 

[Mattg]

Totally agree.

But I do wonder how it would have played out if the service provider had attempted to provide some actual service, or to be 'accommodating' instead of parrotting a stupid blanket rule, and had said something like 'sir, I'm sorry we have no clean rooms right now as we were full last night but I will get housekeeping to clean a room for you ASAP when they start work'. Sure he wasn't entitled to demand that. It's all about trying to provide a service and it sounds to me like this place didn't even try. That doesn't at all excuse his subsequent behaviour. But I don't see this as a black and white situation. Pedantic rule enforcement might seem perfectly logical and rational, but service providers have to deal with human beings, not robots. For all anyone knows he was flying at short notice because his mother suddenly died or something.

They're pretty good and I have seen them do this for other guests. Heck, I even checked in there at 1pm. But the 8am checkin was definitely not possible and after he carried on the way he did and called them all sorts of insults, I don't think they were feeling inclined to try to help. His approach kinda backfired for him, I guess...

 

[transpactraveller]

Totally agree.

But I do wonder how it would have played out if the service provider had attempted to provide some actual service, or to be 'accommodating' instead of parrotting a stupid blanket rule, and had said something like 'sir, I'm sorry we have no clean rooms right now as we were full last night but I will get housekeeping to clean a room for you ASAP when they start work'. Sure he wasn't entitled to demand that. It's all about trying to provide a service and it sounds to me like this place didn't even try. That doesn't at all excuse his subsequent behaviour. But I don't see this as a black and white situation. Pedantic rule enforcement might seem perfectly logical and rational, but service providers have to deal with human beings, not robots. For all anyone knows he was flying at short notice because his mother suddenly died or something.

Came to say something similar. I previously worked a hospitality job and we were trained to de-escalate situations like this by making empty promises to customers like "I'm very sorry sir we don't have any rooms available right now but I will put a request in the system for you and give you call as soon as the room is ready. Would you like us to store your luggage in the meantime?"

Even the most agro customers would usually calm down at that point.

Nowadays it seems no attempt is made to de-escalate, simply 'policy says no' or 'computer says no' and instead to ask customers to leave and threaten them with police intervention. I wonder how the police feel about that. Reminds me of this story: Police Negotiate Telstra NBN Bundle For Protester

 

[Ausbt]

Don't these people realise that politeness is the only thing that gets you anywhere? Actually maybe the Giraffe would help - as it happens I picked one up over the weekend, the thing is 4 feet tall. I believe Target still has a few in stock

I've had some early ones where I guess the room was cleaned the day before and still empty. I must say I do miss those days of Diamond status. I used to regularly pay $190 for a room at Melb's Hilton South Wharf but still be given a Yarra Suite. I don't believe I ever stayed in any of the Standard Kings booked, ever.

 

[Mattg]

Nowadays it seems no attempt is made to de-escalate, simply 'policy says no' or 'computer says no' and instead to ask customers to leave and threaten them with police intervention. I wonder how the police feel about that. Reminds me of this story: Police Negotiate Telstra NBN Bundle For Protester

To be clear, they did not threaten to call the police because he was trying to check in early or even because he was being "difficult". They did this only after he'd been so abusive that they cancelled his reservation, and then he wouldn't leave the hotel. He was acting extremely aggressively towards the staff and they felt like their safety was in danger. It was not normal behaviour even for an "angry" customer and having witnessed this, I think the hotel made the correct decision.

 

[ayebee]

There are always DYKWIAs ...

I have been lucky and sometimes unlucky, but just accept it.
If arriving early and no room, it has never been an issue to have luggage stored while you go for a walk / breakfast / lunch etc.

Recall one time arriving at a hotel in Athens about 6am, and (unsurprsingly) no rooms available, so stored the luggage and went for a walk which lead me to entrance of the Parthenon at about 7.15. Staff were just arriving and they just let me enter, rather than waiting for official opening time which I think was 8am. So I had the temple to myself for 40 minutes or so before anyone else was there.
Was a little magical. Sometimes you get lucky.

 

[p--and--t]

There are always DYKWIAs ...

I have been lucky and sometimes unlucky, but just accept it.
If arriving early and no room, it has never been an issue to have luggage stored while you go for a walk / breakfast / lunch etc.

Recall one time arriving at a hotel in Athens about 6am, and (unsurprsingly) no rooms available, so stored the luggage and went for a walk which lead me to entrance of the Parthenon at about 7.15. Staff were just arriving and they just let me enter, rather than waiting for official opening time which I think was 8am. So I had the temple to myself for 40 minutes or so before anyone else was there.
Was a little magical. Sometimes you get lucky.

On several occasions I have arrived at a hotel early, politely acknowledged I know check-in time isn't until ... but on the off chance is a room available or somewhere I can at least plonk myself out of the way as I have been up for .... hours.

On quite few occasions the response is here's a key, go to the swimming pool area and have a shower and relax on a recliner near the pool. Other occasions they have given me a room that is ready.

I could count less than the fingers on one hand where I have got a blanket "computer says no" - and I accept that and ask nicely if they will mind my bags until I get back from a drink/meal/massage/whatever.. I knew the conditions of the contract when I booked.

 

[kangarooflyer88]

Yes, just last week at the Pattaya HIX. A man was checking in and I heard him being politely welcomed. He was asked if he was an IHG member, no, nor did he want to join. He then proceeded to demand the very best room, high floor, away from the elevator etc. He was expecting someone to carry his bags etc.

He was quietly advised that the hotel was full and that the room location he wanted was already full, he was also advised that other people who were members of the IHG program were given preference for these rooms. His final demand was for a room on the 9th floor. I did see a smile on the face of the check in person when he advised the man that there were no rooms on that floor, it was where the pool was located.

He was then told his room wasn't going to be changed and he begrudgingly accepted this, and checked in.

I'm sorry but I got to blame the staff member here. This whole situation could've been de-escalated instantly if he just said, "sorry I can't get you a better room, but you know what? How about I comp you breakfast in the morning? It's on the house!"